- Build and maintain talk tracks and messaging guides to help CSMs communicate solution value.
- Develop and administer a talk track certification program, including training, rehearsal, and sign-off.
- Review Gong call recordings to identify coaching needs and refine messaging.
- Deliver structured coaching and feedback to individual client-facing team members.
- Partner with Product Marketing and Product teams to translate roadmaps and releases into CSM-ready content.
- Collaborate with CS Ops to utilize ChurnZero data for targeted messaging delivery.
- Define and track training effectiveness metrics including certification and talk track adoption.
Coaching